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Customer Service Rep II - PHC

Company: Preferred Homecare
Location: Phoenix
Posted on: March 19, 2023

Job Description:

Job Description

This employee serves as the subject matter expert in all Customer Service responsibilities, primarily responsible for accurately, thoroughly, and in a time-sensitive manner, processing patient orders and providing clear and timely communication to all stakeholders.

  • Responds to telephone inquiries and orders from patients and referral sources
  • May assist walk-in patients with the selection of equipment, supplies, and services
  • Determines resolution of patient and referral inquiries, questions, or concerns
    • Identifies concerns and ensures they are recorded in Concern Tracker system when appropriate
    • Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy in order to qualify patient for services
    • Contacts patients to inform them of any patient payment requirements, collects payment, and determines best delivery method, providing instructions for receiving delivery
    • Understands and abides by Accreditation Commission for Health Care (ACHC) requirements
    • May need to understand and interpret Medicare guidelines and qualifying documentation
    • Thoroughly understands payer and utilization guidelines
    • May process insurance authorization and follow up on requests as needed
    • Establishes positive relationships with referral sources and builds rapport with internal and external customers
    • May be required to perform quality assurance process, confirming accuracy of orders prior to submission for reimbursement
    • Understands C-PAP compliance guidelines as required by assignment, or has obtained knowledge of rehab specialty equipment and coverage criteria
    • Consistently meets Quality Assurance score of 85% or above#CSR


      • High School diploma or GED equivalency required
      • Prefer 1 year of related health care, customer service, call center, or insurance experience
      • Strong organization and communication skills required
      • Must have basic computer and typing skills

Keywords: Preferred Homecare, Phoenix , Customer Service Rep II - PHC, Other , Phoenix, Arizona

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